00342nam a22000977a 4500020001800000082001300018100002600031245011300057260006600170300000800236  a9781574443257  a658.4013  aEHRLICH, BETSI HARRIS  aTRANSACTIONAL SIX SIGMA AND LEAN SERVICING: LEVERAGING MANUFACTURING CONCEPTS TO ACHIEVE WORLD-CLASS SERVICE  aBOCA RATON, FLORIDA, USAbCRC PRESS / SAINT LUCIE PRESSc2002  a272